CN101729691A - Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof - Google Patents
Agent screen recording system and realizing method thereof, agent screen recording quality detection system and implementation method thereof Download PDFInfo
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Abstract
A method for implementing agent screen recording quality detection, comprising the following steps: an agent host starts to collect multimedia data concluding screen image data and voice data from the agent side after receiving a startup screen recording command; the agent host stops collecting multimedia data and stores the multimedia data at locality after receiving screen recording stop command; wherein the agent host sends screen recording information with multimedia data identification and address information of agent host to a screen recording information storage apparatus when collecting or stopping collecting multimedia data; quality detecting agent searches from the screen recording information storage apparatus according to the retrieval conditions input by users, then initiates a command to extract multimedia data to the corresponding agent host according to the agent host address contained in the information after finding out the screen recording information conforming to the retrieval conditions, wherein, at least multimedia data identification; the agent host finds out the corresponding multimedia data and sends the data to the quality detecting agent for broadcast.
Description
Technical field
The present invention relates to network service and call-center technology, in particular, relate to a kind of seat record screen system and implementation method and seat record screen quality inspection system and implementation method.
Background technology
Along with the high speed development of internet, IP network becomes necessary tool in people's routine work and the life gradually, and the application on the IP network develops to multimedization just gradually.For this application of call center, the demand of multimedization also is suggested more and more, and is thought better of and implemented by increasing solution supplier.
For call center operator, thereby how providing a high-quality customer service platform to open the ability that promotes enterprise control market with user's communication channel to help enterprise, is to guarantee operator's key of competitiveness.Wherein, help enterprise to improve the service quality of client service center particularly importantly how by technological means.
Utilize the seat quality inspection system, can keep customer service representative and user's communication process really, for manage conflict, clearly defining responsibilities provides strong evidence.Simultaneously, good customer service representative can be praised in time to make service quality, and the customer service representative of service difference can in time be found, and its misdeed in time is repaired.On this basis, the quality of customer service is improved constantly.
Be different from traditional seat quality inspection system that the recording data can only be provided, record screen quality inspection (abbreviation of screen recording and quality examination) system can provide intuitive image data more, and the information that comprises is also abundanter.Quality inspection evaluation based on this will be more direct, accurate, convincing, use it can improve the work effect of quality inspection greatly, promote the integral body of client service center's service level to improve.
But there are following two problems in existing record screen quality inspection system:
1, transmission bandwidth problem.
If the image file that seat record screen is produced uploads to central server, in the face of the many situations of the big seat of data volume, required bandwidth will be very huge so.Such as, record the image of 640*480*16bit with the speed of 15fps (frames per second, per second transmission frame number), its desired data transmission bandwidth is 70.3Mbps (megabit per second).If 5% seat needs by the record screen, for a call center with 500 people, the bandwidth that needs altogether is 1.7Gbps (gigabit/second).And for centralized network model, particularly serious at the network burden that server side causes.In order to tackle the bandwidth problem of sternness like this, if there is not good solution, certainly will to promote network capacity, this will increase operation cost greatly;
2, memory space problem.
Connect example, if the operator during operation 10% time be what to need by the record screen, this call center's required memory space of one day view data is 618GB (GB) so.If again,, must keep the record screen image data in a nearest week, will allow whole record screen quality inspection system get into smooth effectively so, just need the memory space of 4.22TB (terabyte) for the needs of quality inspection.Equally, in order to tackle the storage problem of sternness like this, if there is not good solution, certainly will will purchase large storage facilities, this also can increase operation cost greatly.
Along with the develop rapidly of network and memory technology, the technical bottleneck of restriction record screen quality inspection system large-scale application does not exist.But as commercial solution, the cost problem has the influence power of veto by one vote forever to scheme.Thereby, implement record screen quality inspection system as how minimum network bandwidth occupancy and most economical storage mode, remain very important problem.
Summary of the invention
The technical problem to be solved in the present invention provides a kind of seat record screen system and implementation method and seat record screen quality inspection system and implementation method, makes the cost of constructing and implementing of call center reduce significantly, and the large tracts of land that is beneficial to record screen quality inspection function is promoted the use of.
For addressing the above problem, the invention provides a kind of seat record screen system, be arranged on each seat main frame, comprising communication module between multimedia collection module and seat, also comprise the multimedia memory module;
Communication module is used for after receiving the startup recorded screen command or stopping recorded screen command this order being sent to described multimedia collection module between described seat;
Described multimedia collection module is used for correspondingly beginning or stop to gather the multi-medium data that comprises screen picture data and speech data after receiving described startup recorded screen command or stopping recorded screen command;
The described multi-medium data that described multimedia memory module is used for collecting is stored in this seat main frame.
For addressing the above problem, the present invention also provides a kind of method that realizes seat record screen, comprising:
The seat main frame begins to gather the multi-medium data that comprises screen picture data and speech data of this seat side after receiving the startup recorded screen command;
Described seat main frame receive stop recorded screen command after, stop to gather described multi-medium data and described multi-medium data be kept on this seat main frame.
Further, the method for above-mentioned realization seat record screen also can have following feature:
Described startup recorded screen command and stop recorded screen command and all issue by the quality inspection seat;
Described seat main frame correspondingly sends the startup success message or stops success message to described quality inspection seat when beginning or stopping to gather described multi-medium data.
For addressing the above problem, the present invention also provides a kind of seat record screen quality inspection system, comprise communication module between the multimedia collection module that is arranged on the seat host computer side and first seat and be arranged on the multimedia playing module of quality inspection seat side and second seat between communication module, also comprise multimedia memory module and multimedia transmission module, record screen data module that is arranged on described seat host computer side and the record screen enquiry module that is arranged on quality inspection seat side;
Communication module is used for after receiving the startup recorded screen command or stopping recorded screen command this order being sent to described multimedia collection module between described first seat; Also be used for after receiving the order of extraction multi-medium data, described order being sent to described multimedia transmission module;
Described multimedia collection module is used for after receiving described startup recorded screen command or stopping recorded screen command, correspondingly begin or stop to gather the multi-medium data that comprises screen picture data and speech data, and, wherein comprise this multi-medium data sign and described seat host address information at least to described record screen data module transmission record screen information;
The described multi-medium data that described multimedia memory module is used for collecting is stored in this locality;
Described record screen data module is used to store described record screen information;
Described record screen enquiry module is used for the search condition according to described quality inspection seat side user input, searches the record screen information that meets described search condition in described record screen data module;
Communication module between described second seat, the seat host address that is used for the record screen information that meets search condition that inquires according to described record screen enquiry module sends the order of described extraction multi-medium data on the seat main frame of correspondence, wherein carry described multi-medium data at least and identify;
The corresponding multi-medium data that the multi-medium data sign that described multimedia transmission module is used for carrying according to the described extraction multi-medium data order that receives will be kept in the described multimedia memory module is transferred to described quality inspection seat side;
Described multimedia playing module is used for the multi-medium data that transmits from described seat host computer side that receives is carried out playback.
Further, above-mentioned seat record screen quality inspection system also can have following feature:
Also comprise any one or its combination in any in record screen time started, record screen concluding time, filename, the multi-medium data size in the described record screen information.
Further, above-mentioned seat record screen quality inspection system also can have following feature:
Described multi-medium data is designated a record screen serial number.
For addressing the above problem, the present invention also provides a kind of method that realizes the quality inspection of seat record screen, comprising:
The seat main frame begins to gather the multi-medium data that comprises screen picture data and speech data of this seat side after receiving the startup recorded screen command;
Described seat main frame receive stop recorded screen command after, stop to gather described multi-medium data and described multi-medium data be kept on this seat main frame; Wherein, described seat main frame is when gathering or stopping to gather described multi-medium data, and also Xiang Yilu screen information storing device sends record screen information, the address information of wherein carrying described multi-medium data sign and described seat main frame;
Described quality inspection seat is searched to described road ordinary mail breath memory device according to the search condition of user's input, after finding the record screen information that meets search condition, initiate to extract the multi-medium data order to corresponding seat main frame according to the seat host address that comprises in the information, wherein carry the multi-medium data sign at least;
The seat main frame identifies according to multi-medium data, finds corresponding multi-medium data and send to quality inspection seat side on this machine, is play by the quality inspection seat.
Further, the method for above-mentioned realization seat record screen quality inspection also can have following feature:
The seat main frame sends record screen information to described record screen information storage module when beginning to gather described multi-medium data as described, also comprises in the then described record screen information: the record screen time started;
The seat main frame sends record screen information to described record screen information storage module when finishing to gather described multi-medium data as described, also comprises in the then described record screen information: record screen concluding time and data size information.
Further, the method for above-mentioned realization seat record screen quality inspection also can have following feature:
Described startup recorded screen command and stop recorded screen command and all issue by the quality inspection seat;
Described seat main frame correspondingly sends the startup success message or stops success message to described quality inspection seat when beginning or stopping to gather described multi-medium data.
Further, the method for above-mentioned realization seat record screen quality inspection also can have following feature:
Described multi-medium data is designated a record screen serial number.
Mechanism is preserved, inquired about and read to scheme of the present invention owing to having adopted based on the data of localization storage, therefore solved particularly difficult transmission bandwidth problem and memory space problem in the seat record screen system, reduced the deployment difficulty, reduced use cost.Because the view data among the present invention only in by playback, just takies a small amount of network bandwidth, and be 0 in order to preserve the required server stores space of view data, therefore real realization low bandwidth take, the target of low memory space consumption.
Description of drawings
Fig. 1 is a seat record screen system structure chart in the embodiment of the invention;
Fig. 2 is a seat record screen quality inspection system structure chart in the embodiment of the invention.
Embodiment
Below in conjunction with drawings and Examples technical scheme of the present invention is described in detail.
Be equipped with a seat record screen system provided by the present invention on each seat main frame, as shown in Figure 1, comprise in this system: communication module 107 between multimedia collection module 101, multimedia memory module 102 and seat.
Communication module 107 between seat, be used for after receiving the startup recorded screen command of sending in the external world or stopping recorded screen command, this order is sent to multimedia collection module 101, begin to gather or stop to gather the screen picture data and the speech data (being designated hereinafter simply as multi-medium data) of this seat with notice multimedia collection module 101;
Multimedia collection module 101 is used for after receiving the startup recorded screen command, multi-medium data is caught record and compressed encoding; Also be used for receive stop recorded screen command after, stop recording to multi-medium data.In actual use, may also need record screen parameter (as resolution, color depth, frame per second etc.) is provided with, and control interfaces such as beginning record screen and end record screen is set in system;
Multimedia memory module 102, the multi-medium data that is used to utilize the disk space of this seat main frame that above-mentioned multimedia collection module is recorded is stored.Functional interface such as in actual use, may establishment need be set in system also, search, read.
And record the screen system except that comprising seat in the seat record screen quality inspection system provided by the present invention, also comprise the seat quality inspection system.As shown in Figure 2, also comprise multimedia transmission module 103 except that comprising between above-mentioned multimedia collection module 101, multimedia memory module 102 and seat the communication module 107 in the seat record screen system; Comprise in the seat quality inspection system: communication module 108 between record screen data module 104, record screen enquiry module 105, multimedia playing module 106 and seat.
Record screen data module 104 generally is deployed in independently on the server, is used to provide the centralized stores and the query function of record screen information; Each seat main frame is when beginning and finishing a multi-medium data recording process, and the multimedia collection module 101 that is arranged on this seat main frame all can send to the record screen information relevant with this multi-medium data recording process these record screen data module 104 storages in order to subsequent query.Wherein, record screen information comprises: multi-medium data sign (can but be not limited to a record screen serial number) and seat host address can also comprise any one or its combination in any in the parameters such as record screen time started, record screen concluding time, filename, multi-medium data size;
Record screen enquiry module 105 can be deployed in quality inspection seat side, and so that the advanced search function to be provided, it is used for the search condition according to quality inspection seat side user input, searches the record screen information that meets search condition in above-mentioned record screen data module 104.Wherein, the row of the parameter that relates in the search condition parameter that should in record screen information, comprise;
Communication module 108 between seat, can be deployed in quality inspection seat side, the seat host address communication module 107 between the seat on the seat main frame of correspondence that is used for the qualified record screen information that inquires according to above-mentioned record screen enquiry module 105 sends and extracts the multi-medium data orders, wherein carries the multi-medium data sign at least;
Communication module 107 between seat, are deployed in the seat side, are used for after receiving the order of said extracted multi-medium data this order being sent to multimedia transmission module 103;
Multimedia transmission module 103, be used for after receiving the order of extraction multi-medium data, identifying the corresponding multi-medium data that will be kept in the multimedia memory module 102 is transferred to quality inspection seat side from the seat host computer side multimedia playing module 106 according to the multi-medium data that carries in this order.Because multi-medium data is disperseed to be stored among each seat main frame, therefore when the quality inspection seat needed the playback screen image, this module was responsible for multi-medium data is transferred to quality inspection seat side from the seat host computer side;
Multimedia playing module 106 can be deployed in quality inspection seat side, is used for the multi-medium data that transmits from the seat host computer side that receives is reduced playback.
In the specific implementation, above-mentioned module combinations can be constituted three software subsystems: seat subsystem, quality inspection mat system and record screen record data server.The seat subsystem is made up of communication module 107 between multimedia collection module 101, multimedia memory module 102, multimedia transmission module 103, seat; Quality inspection mat system is made up of communication module 108, multimedia transmission module 103, multimedia playing module 106 between record screen enquiry module 105, seat; Record screen record data server is made up of record screen data module 104.
Realize the method for seat record screen, may further comprise the steps:
101, the seat host computer side is monitored network, after receiving the startup recorded screen command of being sent by quality inspection seat side, begins to gather the multi-medium data of this seat main frame, and can also send the startup success message to quality inspection seat side;
102, when receive send by the quality inspection seat stop recorded screen command after, seat main frame seat main frame stops to gather multi-medium data and the data in the buffering area is kept at this locality, and can also send to quality inspection seat side and stop success message.
Realize the method for seat record screen quality inspection, may further comprise the steps:
201, the seat host computer side is monitored network, after receiving the startup recorded screen command of sending by quality inspection seat side, begin to gather the multi-medium data of this seat main frame, and can send record screen information, and can also start success message to the transmission of quality inspection seat side to record screen information storing device.Wherein, comprise in the record screen information: multi-medium data sign, seat host address and record screen time started;
202, when receive send by quality inspection seat side stop recorded screen command after, the seat main frame stops to gather multi-medium data and the data in the buffering area is kept at this locality, and can send record screen information to record screen information storing device, comprising: multi-medium data sign, seat host address, record screen concluding time and multi-medium data size.Certainly, can also stop success message to the transmission of quality inspection seat side;
Wherein, to guarantee that at least in step 201 or 202 one sends record screen information to record screen information storing device;
203, search in the record screen information that quality inspection seat lateral root is preserved to above-mentioned record screen information storing device according to the search condition of user input, after finding the record screen information that meets search condition, initiate to extract the multi-medium data order to corresponding seat main frame according to the seat host address that comprises in the information, wherein carry the multi-medium data sign at least;
204, the seat main frame identifies according to multi-medium data, finds corresponding multi-medium data and send to quality inspection seat side on this machine;
205, the quality inspection seat reduces broadcast to the multi-medium data that receives.
Certainly; the present invention also can have other various embodiments; under the situation that does not deviate from spirit of the present invention and essence thereof; those of ordinary skill in the art work as can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
Claims (10)
1. a seat record screen system is arranged on each seat main frame, comprising communication module between multimedia collection module and seat, it is characterized in that, also comprises the multimedia memory module;
Communication module is used for after receiving the startup recorded screen command or stopping recorded screen command this order being sent to described multimedia collection module between described seat;
Described multimedia collection module is used for correspondingly beginning or stop to gather the multi-medium data that comprises screen picture data and speech data after receiving described startup recorded screen command or stopping recorded screen command;
The described multi-medium data that described multimedia memory module is used for collecting is stored in this seat main frame.
2. a method that realizes seat record screen is characterized in that, comprising:
The seat main frame begins to gather the multi-medium data that comprises screen picture data and speech data of this seat side after receiving the startup recorded screen command;
Described seat main frame receive stop recorded screen command after, stop to gather described multi-medium data and described multi-medium data be kept on this seat main frame.
3. method as claimed in claim 2 is characterized in that,
Described startup recorded screen command and stop recorded screen command and all issue by the quality inspection seat;
Described seat main frame correspondingly sends the startup success message or stops success message to described quality inspection seat when beginning or stopping to gather described multi-medium data.
4. quality inspection system is shielded in a seat record, comprise communication module between the multimedia collection module that is arranged on the seat host computer side and first seat and be arranged on the multimedia playing module of quality inspection seat side and second seat between communication module, it is characterized in that, also comprise multimedia memory module and multimedia transmission module, record screen data module that is arranged on described seat host computer side and the record screen enquiry module that is arranged on quality inspection seat side;
Communication module is used for after receiving the startup recorded screen command or stopping recorded screen command this order being sent to described multimedia collection module between described first seat; Also be used for after receiving the order of extraction multi-medium data, described order being sent to described multimedia transmission module;
Described multimedia collection module is used for after receiving described startup recorded screen command or stopping recorded screen command, correspondingly begin or stop to gather the multi-medium data that comprises screen picture data and speech data, and, wherein comprise this multi-medium data sign and described seat host address information at least to described record screen data module transmission record screen information;
The described multi-medium data that described multimedia memory module is used for collecting is stored in this locality;
Described record screen data module is used to store described record screen information;
Described record screen enquiry module is used for the search condition according to described quality inspection seat side user input, searches the record screen information that meets described search condition in described record screen data module;
Communication module between described second seat, the seat host address that is used for the record screen information that meets search condition that inquires according to described record screen enquiry module sends the order of described extraction multi-medium data on the seat main frame of correspondence, wherein carry described multi-medium data at least and identify;
The corresponding multi-medium data that the multi-medium data sign that described multimedia transmission module is used for carrying according to the described extraction multi-medium data order that receives will be kept in the described multimedia memory module is transferred to described quality inspection seat side;
Described multimedia playing module is used for the multi-medium data that transmits from described seat host computer side that receives is carried out playback.
5. system as claimed in claim 4 is characterized in that,
Also comprise any one or its combination in any in record screen time started, record screen concluding time, filename, the multi-medium data size in the described record screen information.
6. system as claimed in claim 4 is characterized in that,
Described multi-medium data is designated a record screen serial number.
7. a method that realizes the quality inspection of seat record screen is characterized in that, comprising:
The seat main frame begins to gather the multi-medium data that comprises screen picture data and speech data of this seat side after receiving the startup recorded screen command;
Described seat main frame receive stop recorded screen command after, stop to gather described multi-medium data and described multi-medium data be kept on this seat main frame; Wherein, described seat main frame is when gathering or stopping to gather described multi-medium data, and also Xiang Yilu screen information storing device sends record screen information, the address information of wherein carrying described multi-medium data sign and described seat main frame;
Described quality inspection seat is searched to described road ordinary mail breath memory device according to the search condition of user's input, after finding the record screen information that meets search condition, initiate to extract the multi-medium data order to corresponding seat main frame according to the seat host address that comprises in the information, wherein carry the multi-medium data sign at least;
The seat main frame identifies according to multi-medium data, finds corresponding multi-medium data and send to quality inspection seat side on this machine, is play by the quality inspection seat.
8. method as claimed in claim 7 is characterized in that,
The seat main frame sends record screen information to described record screen information storage module when beginning to gather described multi-medium data as described, also comprises in the then described record screen information: the record screen time started;
The seat main frame sends record screen information to described record screen information storage module when finishing to gather described multi-medium data as described, also comprises in the then described record screen information: record screen concluding time and data size information.
9. method as claimed in claim 7 is characterized in that,
Described startup recorded screen command and stop recorded screen command and all issue by the quality inspection seat;
Described seat main frame correspondingly sends the startup success message or stops success message to described quality inspection seat when beginning or stopping to gather described multi-medium data.
10. method as claimed in claim 7 is characterized in that,
Described multi-medium data is designated a record screen serial number.
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